Senior Service Desk Analyst - 12 Month FTC
Job Introduction
Are you looking for a new challenge in Selfridges that gives you the chance to provide an added value service? Looking for a company that wants to help further your career in IT as well as provide you with an exciting, inspiring and fun place to work?
If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for!
Role Responsibility
As a Senior Service Desk Analyst, you will work within our service desk team based in Leicester. Following the incident and problem management processes, you will be working with the Incident and Problem Manager to develop and improve policies and processes around Incidents and Problems, ensuring they are well defined, followed and reviewed. Alongside this, you will strive to ensure that service stability, SLA performance and continual service improvement is maintained through following best practice processes. As part of this, you will:
- Deliver an extraordinary experience for all customers, through building, maintaining and auditing the service management processes, ensuring that the right levels of service are maintained.
- Be able to relate IT Service Management into Business language so users are aware and able to relate
- Build successful relationships and be able to influence and ensure support from stakeholders
- Be able to run major incidents acting as a major incident manager
Decision Making
- Analyse the data and information to make considered decisions
- Be able to prioritise based on impact and also the business requirements
- Be able to develop and create processes and procedures to deliver continual service improvement
- Identify trends and patterns and build these into continually improving the Incident and Problem processes
- Focus on the right problems that will lead to incident reduction
- Ensure the service desk are using the quickest path to restore service for incidents
- Ensure major incidents are escalated
Planning and Organisation
- Be able to manage your workload in order to achieve objectives
- Be able to tackle and resolve unforeseen challenges using the shared knowledge and support available
- Always Ensure the team have the correct knowledge articles available to support and deliver against objectives and SLAs
- Bring new and improved ways of working into the team
The Ideal Candidate
- SQL server, writing queries, tables, stored procedures
- scripting
- Retail / Merchandise understanding
- Understanding of system integrations and middleware support
- Ability to manage and work alongside our supplier partners to deliver services
- Ability to create knowledge and to share this with the 1st line team
About the Company
Our creative spirit
We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome.
Our awards cabinet
We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign.
Our future
Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences.
THE FUN STUFF
There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year.
Other benefits and rewards include:
- Generous bonus and/or commission scheme
- Discounted gym memberships
- Pension contributions
- Annual travel pass and cycle to work schemes
- A volunteer day for all team members
- Access to a wide range of training programmes to help your career development
Selfridges